The use of the Reason field in Change Requests

[jpawelski]

Looking for help understanding the purpose of the Reason field in Change Requests in the Zurich release of ServiceNow.

Maybe explaining what we need would help.  We need a way to understand why a change request is needed.  We are trying to determine if lack of testing, inadequate testing or another issue related to testing is the cause for needing the change request.  We currently don't see a way to do that.  However, we found that there is a Reason field that we are not currently using.  We would like to use that field but don't want to use it if the intent of the field is for something different.  

Thanks!

[Tanushree Maiti]

Hi @jpawelski 

When you cancel a change request using UI action, your justification  you need to put in Reason field.

Refer: https://www.servicenow.com/docs/r/it-service-management/change-management/t_ProcessAChangeRequest.ht...

Cancel a change request

From the context menu, Select Cancel Change. Provide a reason for canceling the change and select Save.

The change request is canceled and the reason for canceling the change is added to the Work Notes field.

[jpawelski]

Hello Tanushree,  Thank you for the quick response.

I think there might be two fields called Reason.

I'm looking at this one to see if we can use it as a Reason that the Change Request is needed but I'm not sure of the intent of this field.  Therefore, I don't want to use it for the wrong purpose and then need to use it some day for it's original intent.  Thanks.

[Tanushree Maiti]

Hi @jpawelski 

It seems your Reason field is customized one. Can your confirm the field name.

If it is customized one, Check with your Project requirement/story documentation.

[jpawelski]

Hi @Tanushree Maiti   

I checked with my ServiceNow admin and he advised that the field is a system standard and the drop down choices are system generated per the screen shots below.